Community Support Counselor

Asheville Humane Society•Asheville, NC

1d•Hybrid

About The Position

The Community Support Counselor supports Asheville Humane Society’s community-based sheltering model by combining responsibilities of Community Sheltering and Owner Support. This position partners with the public to reunite lost and found pets with their families, connect owners to resources that keep pets in their homes, and provide guidance for those facing challenges with their pets. In addition, the Community Support Counselor serves on a rotating schedule (monthly rotation) as the point of contact for the Owner Support Requests. In this role, the employee provides counseling and resources to help pet owners safely keep or rehome their pets. This position plays a key role in empowering the community to be part of the solution for lost, found, and owned pets while supporting families and keeping pets and people together whenever possible. The Community Support Counselor works in the Buncombe County Animal Shelter/Community Sheltering Center, with remote flexibility during assigned Owner Support rotation months. The typical work schedule is Monday - Friday from 8:30 a.m. – 4:30 p.m.

Requirements

High School Diploma or GED equivalent required.
Proficiency with Microsoft Office and sheltering platforms.
Strong interpersonal, organizational, written, and communication skills.
Ability to maintain composure and professionalism during stressful situations.
Strong animal handling skills; knowledge of pet behavior and medical issues preferred.
This position requires standing for long periods and sufficient manual dexterity to use animal handling equipment on a regular basis.
It requires the ability to stoop, bend, reach, and lift items weighing at least 50 pounds to a level of 4 feet high and the ability to handle dogs weighing up to 150 lbs.
This position requires the ability to work with moderate noise in a confined area and sit at a computer for extended periods.

Nice To Haves

Minimum two years’ experience in animal welfare, service industry, customer service role, or related field preferred.
Experience with case management, counseling, or crisis management preferred.
Experience working with diverse and underserved communities strongly preferred.
Bilingual (Spanish/English) strongly preferred and considered as part of pay range.

Responsibilities

Provide support and information for owners in rehoming or surrendering their pets.
Provide resources and support to finders of stray pets to reunite them with owners, with the goal of shelter intake being the last resort.
Complete all Lost & Found procedures, including microchip scanning, identification checks, and report cross-referencing.
Provide post-microchipping education, registration, and transfer of ownership.
Maintain an accurate appointment schedule and detailed records of client interactions.
Counsel clients on common pet care and behavior issues.
Ensure the Community Sheltering Center is sanitized, presentable, and properly stocked with supplies.
Assist in soliciting donations from shelter patrons.
Respond to Owner Support submissions voicemails from Shelterluv, 3CX, and the public.
Provide case management and counseling for owners considering surrender, using a risk factor rubric to assess needs.
Provide supportive resources, including: medical assistance, spay/neuter, rehoming, temporary sheltering, community cat counseling, preventative animal care education, vaccine information, food, equipment, behavior assistance (non-aggressive), and transportation.
Collect thorough and unbiased behavioral and medical pet histories to inform shelter intake and placement.
Collaborate with shelter admissions, behavior, and placement teams to ensure accurate case information.
Provide empathetic support for clients experiencing crises such as housing instability, domestic violence, or financial insecurity.
Use data and case notes to inform service delivery.
Monitor and respond to phone calls, emails, and voicemails in a timely manner.
Attend regular Community Solutions staff meetings.
Maintain a working knowledge of available community resources and AHS programs.
Build strong professional relationships with staff, volunteers, and partners.
Perform other duties as assigned.